How AI & IA Can Align IT and Business for Competitive Advantage:
The Role of Agentic AI
The alignment of IT and business strategies is crucial for maintaining a competitive edge. Artificial Intelligence (AI) and Intelligent Automation (IA) are at the forefront of this transformation, offering unprecedented opportunities for businesses to innovate and optimise their operations. Among the various AI advancements, agentic AI stands out as a game-changer, enabling autonomous decision-making and task execution. This blog explores how AI and IA, particularly agentic AI, can bridge the gap between IT and business, driving competitive advantage.
The Power of AI and IA in Business-IT Alignment
AI and IA are revolutionising the way businesses operate by automating routine tasks, enhancing decision-making, and improving customer experiences. These technologies enable IT departments to deliver solutions that are closely aligned with business goals, fostering collaboration and strategic alignment across the organisation.
Key Benefits of AI and IA:
Enhanced Efficiency: By automating repetitive tasks, AI and IA free up human resources to focus on more strategic activities, increasing overall productivity.
Improved Decision-Making: AI-powered analytics provide valuable insights, helping businesses make data-driven decisions that align with their strategic objectives.
Customer Experience: Intelligent systems can personalise customer interactions, leading to higher satisfaction and loyalty.
Understanding Agentic AI
Agentic AI represents a new generation of AI systems capable of autonomous reasoning and decision-making. Unlike traditional AI, which relies on predefined rules and human intervention, agentic AI can independently analyse complex problems, develop strategies, and execute tasks. This autonomy makes agentic AI a powerful tool for aligning IT and business functions.
How Agentic AI Works:
Perception: Agentic AI systems gather and process data from various sources, identifying relevant entities and features.
Reasoning: Using sophisticated algorithms, these systems generate solutions and coordinate specialised models for specific functions.
Action: Agentic AI integrates with external tools to execute tasks based on its formulated plans.
Learning: Through continuous feedback loops, agentic AI improves its performance over time, adapting to new data and scenarios.
Aligning IT and Business with Agentic AI
Agentic AI can play a pivotal role in bridging the gap between IT and business, ensuring that technology initiatives are closely aligned with business goals. Here are some ways agentic AI can drive this alignment:
Strategic Collaboration: Agentic AI facilitates collaboration between IT and business leaders by providing a common platform for data analysis and decision-making. This ensures that AI initiatives are aligned with business priorities and objectives.
Operational Efficiency: By automating complex, multi-step processes, agentic AI enhances operational efficiency, allowing IT to deliver more value to the business. This reduces the burden on IT departments and enables them to focus on strategic initiatives.
Scalability and Flexibility: Agentic AI systems can scale to meet the evolving needs of the business, providing flexible solutions that can adapt to changing market conditions and business requirements
According to Gartner, by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention. They estimate this will result in a 30% reduction in operational costs, but achieving these figures will require organisations to adopt a clear and strategic approach to these technologies.
Claims AI: Transforming Insurance Operations
Abstract deployed its Agentic AI capabilities in the insurance sector through the development of Claims AI; a platform designed to streamline and enhance the end-to-end claims process. Traditionally, claims handlers navigated multiple outdated systems, resulting in inefficiencies and a fragmented customer experience. Claims AI consolidates these workflows into a single intelligent interface, combining real-time data analysis, automation, and conversational AI.
Key features and outcomes include:
Automated Data Extraction: Claims AI uses optical character recognition (OCR) to extract data from handwritten documents and populate digital forms, significantly reducing manual entry and human error.
Conversational Intelligence: The system transcribes and analyses customer calls, prompting handlers with relevant tasks and verifying policy details in real time.
Enhanced Decision Support: Claims AI assists handlers by querying policy databases and providing accurate, context-aware responses during live interactions.
Operational Efficiency: The average first-call resolution time was reduced from over 20 minutes to approximately 5 minutes.
Improved Customer Experience: By automating routine tasks, handlers can focus on empathetic, high-value interactions with customers.
This implementation demonstrates how Agentic AI can deliver measurable improvements in efficiency, accuracy, and customer satisfaction across complex, high-volume business processes.
How Abstract Group Can Help
At Abstract Group, we specialise in helping businesses harness the power of AI and IA to achieve strategic alignment and competitive advantage. Our expert team offers tailored solutions that integrate cutting-edge technologies into your IT and business processes. Whether you're looking to optimise operations, enhance decision-making, or improve customer experience, we provide the tools and expertise to drive your success.